“Experiences that many businesses are providing no longer align with customer expectations,” said David Cancel, founder and CEO of Drift. “Today’s buyers expect to find what they’re looking for now, not later. As we prepare for the future, it will be more important than ever for businesses to be available across a broad spectrum of channels, and to make sure you’re communicating the way people prefer to communicate.”

Online help frustrations

First, here’s what frustrates customers most when they’re looking for help online:

getting answers to simple questions

trying to navigate complex websites, and

trying to find basic details about a businesses (as simple as hours of operation and a phone number!)